Thinking Differently

Megan Neale@NealeMegan

flo™

400+brands

14 > €1bn 172000 colleagues

48CECs 700+advisors

8 regions€48bn t/o

60% outsourced

50% self service

98 markets

1bnrelationships

2bn per day

le call customer service

Yesterday Today Tomorrow

MessagingArtificial

intelligenceMobile first strategies

Peer to peer engagement

On demand service models

The fluid workforce & sharing economy

TRUST is the currency of the new digital age

the digital shift is creating exponential relationship opportunities

LimitlessRelationships = Insight

Remove Boundaries

What

Why

How

Customers

ContactCentres

Rest of business

Friends / word of mouth

CorporateDigital Assets

Social Media

Operations

Digital

Ratings & reviews

High trustFinite

resources

Lowengagement

Customer Experience Now

NewWays of Working

NewTechnology

Digital People

Solution

The contact

centre may not

always the best

place to help

a customer

ServiceEcosystem

New waysof working

The creativity &ingenuity of human

talent is subdued by the mundane, repetitive, routine & uninspiring tasks that eat up 80%

of our daily lives

Artificial Intelligence

NewTech

Putting

customers

at the heart

of a service

ecosystem

Customers

Friends

Social Media

Ratings & reviews

Paid peers on demand

Brand FansCustomers

helping customers

Rest of business

employees

Contact Centre

Partners / Suppliers

High engagementCorporate

DigitalAssets

Limitlessresourcing

High Trust

Thinking Differently

Megan Neale@NealeMegan

flo™